It's never cool a cancellation happens, his section provides some more information about our refund policy
The following Cancellation Policy applies to all Rentals through Surf Neutral.
(a) In the event a Rental is cancelled by the Renter before the Board Host approval (other than for same day Rentals, which are subject to Section (d) below)
All funds shall be returned to the Renter.
(b) In the event a Rental is cancelled by the Renter at least seven (7) days prior to commencement of the Rental Period and Section (a) above does not apply
All funds shall be returned to the Renter, less the applicable SURF NEUTRAL fee.
(c) In the event a Rental is cancelled by the Renter at least two (2) days but less than seven (7) days prior to commencement of the Rental Period and Section (a) above does not apply
50% of the Rental Fee shall be returned to the Renter. The Renter and the Board Host shall not receive any refund of the applicable SURF NEUTRAL fee. The remaining value of the rental period will be given to the Board Host as compensation for the loss of rent.
(d) In the event a Rental is cancelled by the Renter less than 48 hours before commencement of the Rental
The Renter shall not be eligible for any refunds. SURF NEUTRAL fee from the Board Host and the Renter are payable and the Board Host gets his payout for the full rental period of the cancelled Rental Period.
(e) If upon delivery of the Board or, within the first twenty-four (24) hours of the Rental Period, the Renter reasonably determines that the Board does not materially conform to the Board Host’s description of the Board
The Renter may notify SURF NEUTRAL of the deficiency and request a refund. Further, if the Board Host does not deliver the Board at the place and time agreed, then the Renter shall be entitled to a full refund (including SURF NEUTRAL fees), but the Board Host will be charged the SURF NEUTRAL fee for the rent.
(f) If a Rental must be cancelled during the Rental Period due to a major board ding
The Renter will be eligible for a refund. Any refunds shall be calculated on a pro rata basis based on the time elapsed of the rental period compared to the total number of days in the Rental Period. SURF NEUTRAL fee from the Board Host and the Renter are payable for the full rental period and the Board Host gets his payout for the rental period elapsed.
(g) Renter and the Board Host may mutually agree to shorten a Rental Period after commencement
The Renter would receive a partial refund; however, the SURF NEUTRAL Fee charged to the Board Host and the Renter shall be calculated using the entire booked Rental Period.
(h) The Board Host Cancellation Policy:
Cancellations can have serious implications on the Renter's trip, therefore there are penalties that will be applied for a Board Host’s cancellation. If a Board Host cancels any reservation within 48 hours prior to pick up, The Board Host will be charged the full Surf Neutral fee equal to the rental price as if it was paid by the Renter. In addition, if a Board Host cancels a reservation earlier than 48 hours prior to the Renting Period and no longer than a four-month period prior to the rental period, the Board Host will be charged half the price of the Surf Neutral Fee of the rental price as if it was paid by the Renter. Any cancellation fees will be automatically deducted from a Board Host’s future payouts; if future payouts are insufficient to cover cancellation fees, then SURF NEUTRAL is authorized to charge the Board Host’s credit card on file at our payment provider, or take such other actions to collect from the Board Host as SURF NEUTRAL deems necessary or reasonable in its sole discretion.
(i) In the event of the failure of the Board Host or the Renter to appear for scheduled delivery of the Board
the parties may choose to reschedule the Rental Period rather than accept the penalties or refunds set forth above. In such an event the parties must arrange such rescheduled delivery through the Site and notify SURF NEUTRAL as soon as practicable of this change.